This role will have a customer service focus as well as additional responsibilities to support the wider team as needed. We would love someone who is proactive, organised, excels at managing a varied workload and has a keen eye for detail to go above and beyond to ensure an amazing customer experience.
This full-time position is not a remote role, and our office hours are from Monday to Thursday 9AM to 5PM, and Friday 9AM to 4PM. You must be able to commute to our office in S1 4RE.
Working at the forefront of our customer service team, this role provides support to our operations, management and warehouse teams.
The job role and duties will include but not limited to:
• Becoming the first point of contact for customers to assist with their inquiries, concerns, and requests.
• Effectively troubleshoot and resolve customer issues, complaints and escalations with a focus on first-contact resolution.
• Process customer returns and exchanges, ensuring a seamless and hassle-free experience for customers while adhering to company policies and procedures.
• Develop a comprehensive understanding of our products and services to provide accurate and helpful information to customers.
• Point of contact between the warehouse team and customer service to ensure a smooth-running operation
• Responsible for implementing stock checks and adjusting online platforms as required
• Data management and maintenance of spreadsheets and other files ensuring comprehensive documentation for future reference.
Proven experience in a customer service or support role
• Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally.
• Adaptability and flexibility to work in a fast-paced, dynamic environment with shifting priorities and evolving processes.
• Ability to work efficiently under pressure and meet strict deadlines.
• A positive can-do attitude with a willingness to work as part of a team.
• Flexibility to work to accommodate the business.
Black Heart Equestrian is a women-owned business, bridging the gap between fashion and functionality for equestrian riders. We have experienced a huge amount of growth in the last 12 months and are only expecting to continue this expansion. In addition to Black Heart, we also run and manage our sister company Koba Swim, an up-and-coming swimwear brand, which is now expanding internationally, opening a brand-new store on the beaches of Florida.
On site parking
• Casual dress
• Early finish on Fridays
• Flexible hours
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